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You can view the following tabs.
Tab | Description |
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Scorecards | To create and publish scorecards. |
Settings | To modify scorecards. |
Grades | To create and publish grades. |
Question | To add primary and follow-up questions to scorecards. |
Services | To associate scorecards to services. |
History | To view the changes made to scorecards. |
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title | Customizing Report Table |
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You can customize the displayed report table as follows. Option | Procedure |
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Display or hide certain columns in the table. | - Click the arrow next to any column heading, and then click the Columns option.
- If you want to display certain columns in the table, select the checkboxes next to their names.
- If you want to hide certain columns in the table, clear the checkboxes next to their names.
| Sort the values in a column in ascending or descending order. | Click the column heading once or twice as required. Alternatively, you can click the arrow next to the column heading, and then select the Sort Ascending or Sort Descending option. | Filter the statistics based on a column. | Click the arrow next to the column heading, and then use the Filters option. | Lock or unlock a column. | Click the arrow next to the column heading, and then click the Lock or Unlock option. |
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- To search for a specific report, use the Filter field.
- To view details of only active scorecards, select the Active Only checkbox.
- To refresh the list, click the Refresh icon ().
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title | Creating a Scorecard |
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- On the Scorecards tab, click New.
Specify values in the following fields.
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Field | Description |
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Name | Specify a name for the scorecard. | Interaction Types | Select any interaction type or multiple interaction types by clicking the required checkboxes. You have the following options: | Group | Select a group to categorize the scorecard on the Scorecards tab. If you want to create a group, enter a name for the group. | Description | Enter a description of the scorecard. | Categories | Select the category that you want to assign to the scorecard. | Type | The field contains the following options: - Manual: This option requires you to manually select the scores for each question. The overall grade will automatically populate based on the scorecard setup.
- Auto: This option is automatically scores calls as they are processed. Results are driven by terms/phrases identified by the assigned keyword lists.
| Scoring Method | Select one of the following options: | Allows comments on Scorecard | Select this checkbox if you want users to be able to provide comments. | Requires Acknowledgment | Select this checkbox if you want an acknowledgment task to be created in the work queue of agents when an evaluation is created. | Supports Arbitration | Select this checkbox if you want to provide support to agents for dispute resolution. Note |
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This checkbox is enabled only if the Requires Acknowledgment checkbox is selected. |
| Arbitrators | Enter the names of the arbitrators. Note |
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This field is enabled only if the Supports Arbitration checkbox is selected. A user can be assigned as an arbitrator through the User Maintenance window, which appears when you click Speech IQ > Configuration on the WFO tab. |
| Total Scorecard Points | Enter a point for the scorecard. You can also select a point by using the arrow buttons.
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This field is enabled only if the Auto option is selected in the Type field. |
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To add more filters, click Update Filters and select the appropriate fields. |
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- If you have selected the Auto option in the Type field, click Update Filters.
The Filters window appears. - Specify the filters based on which you want the scorecard to be categorized, and then click Apply.
In the Scorecards window, click Save. The scorecard is created and displayed on the Scorecards tab. Info |
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- To modify a scorecard, on the Scorecards tab, double-click the scorecard that you want to modify.
- To delete a scorecard, in the row containing the scorecard, in the Del column, click .
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title | Adding Grade to the Scorecard |
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- Double-click the scorecard for which you want to add grades.
The scorecard appears on the Settings tab. - On the Grades tab, click New.
The Grade Form window appears. Specify values in the following fields.
Field | Description |
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Name | Specify a name for the grade. | Min Score % | Specify the minimum grade. | Max Score % | Specify the maximum grade. | Require Comment | Select this checkbox if you want to enter a comment for the grades. |
- Click Add.
The new grade appears on the Grades tab. Click Save. Info |
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The History tab displays the change history of the selected scorecard. The table shows the description of the changes made, the name of the user, and the date and time of all changes. The timestamp in the Changed On column is represented in Eastern Time. |
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title | Adding Questions to a Scorecard |
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You can add primary and follow-up questions to a scorecard. To add a primary question to a scorecard: - Double-click to open a scorecard.
Click Questions subtab. Click Add a new Question. A window, containing the Properties and Keywords tabs, appears. In the Properties section, specify the values in the following fields. Expand |
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Field | Description |
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Question Text | Enter a question for the scorecard. | Question Type | Select a type for the question (that is, multiple choices, short answers, or close-ended). | Optional | This allows scorecard reviewers to manually enter a point value when scoring. Note |
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| The maximum point value must be set to greater than 1 to apply this feature. |
| Triggers | This field is enabled only for a follow-up question. The values in the field depend on the values in the Label column of its primary question. For example, if the values in the Label column of the primary question are Good and Poor, this field contains the values Good and Poor. | Group | Select a group to categorize the question on the Questions tab. If you want to create a group, enter a name for the group.
This field is disabled for a follow-up question. |
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If you entered the value Short Answer in the Question Type field, ignore this step. Otherwise, click the Answers tab, and then specify values in the following columns.
Column | Description |
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Label | - If the value in the Question Type field is Multiple Choice, enter an option for an answer in this column. To add multiple options, click Add answer.
- If the value in the Question Type field is Yes / No, this column contains the entries Yes and No.
| Score | The value in this field is used to rate recordings. Enter a numeric value for each entry of the Label column. You can also enter negative values for partial answers. For example, if a yes answer was +20, a no answer would be 0, and a partial answer would be -20. | Fail | This column contains checkboxes for each entry. Select the checkbox in the row containing the entry (answer) that, if selected during an evaluation, will indicate that the agent failed the evaluation. | Del | This column contains the Delete answer icons ( Image Modified) for each entry. Select the icon in the row containing the entry that you want to delete. |
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If you want values in the Score column to be automatically generated before specifying values in the Label column: - Select the arrow next to Add answer.
- Enter values in the following fields:
- Min: Enter the minimum value for the score.
- Max: Enter the maximum value for the score.
- Step: Enter the interval based on which you want to split the length of the scores (that is, the difference between the values in the Max field and the Min field).
- Click Generate.
For example, if you enter 1 in the Min field, 10 in the Max field, and 2 in the Step field, and then click Generate, five rows containing 1, 3, 5, 7, and 9 values in the Score column are created: The same values also appear in the Label column. You can modify the values in both the Label column and the Score column. |
Click Apply. The question appears in the Questions section.
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- To modify the question text, in the Question column, double-click the cell that contains the text.
- To make the question optional, select the checkbox next to the question in the Optional column.
- To modify the question, click next to the question in the Edit column.
- To delete the question, click next to the question in the Del column.
- To add the next question:
- Click next to the question in the Next column.
- Click .
- Perform Steps 4 through 6.
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- Click Save.
The question is added to the scorecard.
A follow-up question can be added only to the question that contains one of the following values in the Question Type field: To add a follow-up question:
- Click Questions subtab.
- In the row containing the question to which you want to add a follow-up question (that is, the primary question), in the Follow-Up column, click .
A window containing the Properties and Answers tabs appears. - Perform Steps 4 through 6 of the Adding Questions to Scorecard section.
The follow-up question is added to the primary question.
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